TASK 1: Quality Management System (QMS) / ISO 9001:2008.

Complete the following tasks using the example of a 5-star international hotel. 1.1: Write a Quality Policy in accordance with the ISO 9001:2008 (half-page). Ibis, an international hotel company owned by Accor Hotels, boasts as being the leader in the hotel industry by being able to provide top quality amenities and services within a welcoming environment at the best value for money. The facilities anticipated from modern hotels given by motivated teams dedicated to meeting customer needs round the clock are but a few of what Ibis offers. Through economical, modern and full service hotels, Ibis meets the anticipations of large business and leisure clienteles. Celebrated for its high standard of quality, competitive and welcoming staff, the Ibis business model conveys an unparalleled approach around the world. The reputation of Ibis is summed through the statement: “At Ibis Hotels, save on price, not in service,” whose brand strategy touches all features of hotel life including the equipment, staff, services and procedures, taking its motivation from its determination to provide the best quality of service at a reasonable price.

1.2: Identify at least 5 stakeholders. For each stakeholder identify at least 1 stakeholder need. Now identify at least 5 processes that are needed to fulfill the stakeholder needs (one page). • Hotel Guests o Quality Accommodation
 

Booking Security Food and Beverage Events Management Relaxation

 

Hotel Managers o Integrated information system
 

Accurate inventory of rooms, equipment, and facilities. Up-to-date information regarding customers’ needs and wants. Real-time access to needed corporate information. Staffing concerns. Guest information for historical data purposes

   • Employees

o Occupational Safety and Health      Training and development Steady source of income Continuing Education Healthy and safe working environment Elimination of any anticipated risks

Community o Social development programs    

Employment opportunities for constituents within the immediate area that the hotel operates Educational programs for local employees The community is the immediate recipient for its corporate social responsibilities Development of infrastructure that would help in the economic growth of the community Healthcare programs provided to the families of the employees of Ibis.

Environment o Elimination of waste and waste products      ISO 14001 certification of all hotels and resorts Reduction in natural water consumption by making use of water flow control valves Save energy and promote renewable energy sources such as water-heating solar powers. Waste sorting, assuring that waste is processed and complies with local regulations Institution of policies regarding conservation of energy and water to employees through training

1.3: Pick one process from previous task; identify at least 10 inputs and 5 outputs for that process (half page). INPUTS Reception and services 24/7 Well-designed rooms Wide range of restaurants Breakfast from 4 a.m. to noon Quick and simple booking Special offers for leisure occasions Hotel guests Employees Information System Price or hotel rates PROCESS OUTPUTS Customer Satisfaction Booking and Accommodation Continuous Improvement Growth in Revenue and Expansion of Customer Base Innovation Customer Loyalty

1.4: For the process used in 1.3, determine 5 performance parameters and 5 methods that can be used to measure those performance parameters. PERFORMANCE MEASUREMENT METHODS

PARAMETERS Customer satisfaction International rankings Employee training and development Marketing Level of contribution to Hotel Industry

Surveys and number of bookings Awards Employee attrition rate and surveys Increase of online or mediated bookings through TARS booking system Expansion into other countries/ growth

1.5: Identify at least 5 key elements (components) that are needed to implement a continuous improvement program for this organization. Provide a brief description for each element.

Customer feedbacks and surveys can supply the organization with the current concerns of hotel guests are. Constant observation of the satisfaction of the guests provides essential information with regards to their needs, demands, and expectations for the hotel are.

A suitable management structure. The support of key management and the coordination of all employees are designed to fulfill the technical requirements involved in the sections of quality, service, food safety, environment and occupational health and safety.

The maintenance, constant improvement and continuous internal audits and monitoring of infrastructure, procedures and equipment that would ensure the ability of the organization to uphold its objective of always having up-to-date or modern room accommodations and recreational facilities.

The nonstop training and education of all involved personnel, encouraging innovation and motivation along the line of customer services.

The conformity and above average participation with important statutes, principles and agreed and predetermined duties and necessities towards shareholders and guests.

http://www.ibishotel.com/gb/home/index.shtml (Ibis Hotels, 2010) (Rapu
Ibis Hotels. (2010, January 01). Retrieved October 4, 2010, from Ibis Hotels Web Site: http://www.ibishotel.com/gb/home/index.shtml Rapu-Rapu Mining Inc. (2010, January 1). Retrieved October 4, 2010, from RapuRapu Mining Inc Web Site: http://www.infomine.com/minesite/minesite.asp?site=rapurapu

-Rapu Mining Inc, 2010)

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